Bus services can also be “heartwarming”! The Transportation Bureau of Kaohsiung City Government and the Joint Bus Management Committee recently hosted a cross-industry service sharing forum, inviting senior flight attendant Kung Yu-jieh, who has nearly 30 years of aviation experience, to engage in a face-to-face dialogue with bus drivers. The exchange was lively and inspiring.
Drawing on her extensive experience in the airline industry, Ms. Kung guided participants to reflect on the question: “What makes good service?” She emphasized that safety and comfort are fundamental, but attitude and empathy are the true differentiators. A simple smile, a kind greeting, or a proactive gesture can greatly enhance passengers’ experiences and make public transportation feel warmer and more considerate.
During the session, bus drivers also shared their own service stories. A driver from E-Da Bus Company, Mr. Chu, recounted assisting a mother and child who were waiting for a hotel shuttle at an intermediate stop—he took the initiative to contact the hotel reception and remind the shuttle driver to look out for them, earning heartfelt appreciation from the passengers. Another driver from Kaohsiung Bus Company, Mr. Chien, described feeling discouraged after being misunderstood by a passenger while giving a safety reminder, which was perceived as poor attitude. Through the instructor’s guidance, these real-life cases helped drivers learn how to balance firmness in ensuring safety with a more empathetic and tactful communication style—achieving service that is “caring without intrusion.”
Director-General Chang Shu-chuan of the Transportation Bureau noted that this is the first event in Taiwan to introduce flight attendants’ service experience into a bus industry training program. The initiative encourages drivers to view service and emotional management from new perspectives. She further emphasized that bus drivers shoulder heavy responsibilities—ensuring safety while meeting passengers’ needs—and asked the public to understand that a driver’s firm tone is often for safety reasons. She also encouraged citizens to offer more positive feedback to drivers, helping them stay motivated and cheerful in their work.
The Transportation Bureau hopes that through this cross-industry exchange, Kaohsiung’s bus services will continue to blend professionalism with warmth, providing not only safe and reliable transportation but also allowing every passenger to feel the “heartwarming” spirit of Kaohsiung’s bus service with every ride.
